Wednesday, December 21, 2016

Still Not Amused

Though I didn't expect one, I did receive an answer from KLM (see my previous post).  Their answer to my first complaint missed the point entirely. I wasn't asking for an upgrade to business class.  The letter doesn't even mention the object of my second complaint  ...but surely, this passenger ought to remain loyal!  That's when my middle finger rises even higher.  Conclusion: KLM/AF/Delta customer service is both unhelpful and inept.

Here's the response letter:

Mr. Heard,

RE: Case Number XXX

Thank you for your email regarding our upgrade policy.

Please accept my deepest apologies for the unfavorable impression we have given you. It was not our intent in the least, we strive for all of our passengers to have a first rate experience.

With our business class compartment having limited space and our need to be competitive with discounted carriers we have to limit the use of some of our competitive rates to be upgraded to our business class compartment.

I realize this is a disappointment, and trust you will understand our position. We hope you will continue to make KLM your airline of choice.


William W.
Online Customer Support Desk
KLM / Air France / Delta  

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